BestBuy.Com

[jlowney]

I purchased  a 46" Panasonic plasma television from Best Buy Online on January 2, 2009.  The order was processed and delivery scheduled.  If anyone from corporate Best Buy customer service cares, the order number is BBY01-xxxxxxxxxxxx (personally identifiable information edited per community guidelines).  The total amount I spent with all the accessories and extended warranty and installation was $2972.82.  As part of the purchase I received a free 19 inch TV that was in fact delivered.  The 46" TV was confirmed for delivery on January 24, 2009, Installation by the Geek Squad was scheduled for January 26th.  I was informed today, (1/24) the date for delivery, after I phoned when I did not receive the TV in the scheduled time frame, that the TV was discontinued.  Imagine, 22 days after the order processed and my credit card was charged.  I immediately spoke with customer service and also a customer service  manager hoping the warehouse was incorrect, but it was true and they knew for quite awhile that it was discontinued and basically tough luck for me.  I was still interested in seeing if they could request the TV from Panasonic as it is still manufactured and again was told that they could not do anything or were willing to even try.  I did not want another brand TV I had carefully researched and decided on this one  Best Buy was not the least bit concerned that if they could not try and remedy this they would  lose me as a customer, not to mention this large dollar transaction.  I also was told that I would be charged for the  free 19 inch TV on my credit card. I promptly told them to come and pick it up I didn't want it to begin with.  I will never purchase anything again from Best Buy and will be posting this story all over the internet as well as contacting the better business bureau and my state's consumer affairs office.  I would never imagined given the economic climate and Best Buy's already precarious financial situation that they would treat a customer this way.  P.S.. I also have to wait 7-10 days for the charge to be removed from my credit card even though they had my money for 22 days and didn't have the purchased product, that may constitute fraud.  I will certainly find out!  Good luck to anyone else dealing with this company!

Message Edited by jlowney on 01-26-2009 08:40 AM

Message Edited by Jason-GS on 01-28-2009 04:02 PM

[bcountry76]

For that amount of money to treat someone like that is unreal! If they charge your card on top of everything else for the amount of the 19" and you told them they cannot, then I would imagine you have a very strong case against them. They have had your money for that long making whatever interest on it in the bank and you having to pay interest to the credit card company seems pretty illegal to me. How long would it have gone if you didn't call? I can't even imagine how many people this has happened to since only a fraction of people who were scammed by Best Buy post here. Now that almost all competition has gone under it will only get worse with time until they go under themselves, which is probably what they are preparing for and getting every dollar they can from folks before they do. After all they don't have to pay anyback when they get bankruptcy protection huh?  

[jlowney]

I have just finished submitting a complaint with the Massachusetts Attorney General's Offfice and I will leave the email address for anyone else who may wish to file a complaint. The more complaints that get filed the more action will be taken possibly against BEST BUST!!!!!! here is the address mass.gov/ago and click on consumer complaints.

[Elizabeth-BBY Community Supervisor]

Dear jlowney, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[jlowney]

Just a quick update Best Bust credited me a portion of my bill but deducted the free TV until they had it back.  Great customer service.  The customer service manager, who only would identify himself as Randy L., I waited 20 minutes to speak with him ( I was disconnected once, I am sure it was an oversight, ha ha) informed that the warehouse was responsible for not informing me of the discontinued status.  Talk about the blame game.   He also informed me that Best Bust may carry the TV I ordered in other parts of the country just not in this region.  I asked why then could they not have it sent from another region?  I was told it just doesn't work that way.  How ridiculous to lose this amount of money and my future business.  They quickly retrieved their free TV today and I sent every part of the order back, even though I still could have used the bracket.  I was also offered 10% off another TV, Big Deal, it certainly did not compensate for the aggravation, the wait time and the fact they had and still have my money.  Dealing with this company has been and is still a nightmare.  I will also post my experience with the Better Business Bureau.  It just is not acceptable business practice.  Thanks for letting me vent and good luck to anyone else in similar situations.

Message Edited by jlowney on 01-26-2009 04:38 PM

Message Edited by jlowney on 01-26-2009 04:41 PM

[Jason-GS]

Hi jlowney,

I understand how frustrating it must be to have gotten neither the product you ordered nor the customer service you expected.  I will be glad to help you make sure this gets handled appropriately once the return is listed as received by our ordering system.  So that I can look into some information, I am sending you a private message to collect some data about your order.  Please click the envelope at the top of the page to check your messages.

Thanks for writing!

Agent Jason

Geek Squad® Community Connector

Go Ahead.  Use Us.

[jlowney]

there was nothing in the message body.....ie the questions, I would think the order number would have all the particulars anyway....

[hockeycanuckjc Trusted Contributor]

Just look at your private messages, I think you will be quite satisfied with the resolution

[Jason-GS]

Hi jlowney,

Thank you for the information.  I have sent you another private message which you may check again in the envelope at the top of the page.

Cheers,

Agent Jason

Geek Squad® Community Connector

Go Ahead.  Use Us.

[BBbaitandswitch]

jlowney,

I just recently had a great customer expierence (HA!) like you did.

By the replies you have posted above, it looks like they are all talk.

To Best Buy- THAT IS NOT CUSTOMER SERVICE.  Making the customer happy is!

J, Good luck on a better shopping expierence.

BB, good luck in business- you are going to need it.